Telesales Quality Analyst

Role & responsibilities

• Call Auditing: Review and audit recorded calls based on predefined metrics.
• Communication Enhancement: Identify areas of improvement in agents' communication and soft skills.
• Call Quality Improvement: Pinpoint specific areas within calls that require improvement.
• Coaching & Development: Provide one-on-one coaching to agents based on your findings, helping them achieve the desired conversion rates.
• Quality Training Sessions: Conduct regular quality sessions for groups of agents to elevate overall performance.
• Product Knowledge Testing: Prepare and administer product knowledge tests on a monthly basis.
• Process Improvement: Identify and address process gaps to enhance operational efficiency and communicate these findings to the reporting manager.
• Conversion Optimization: Focus on increasing the conversion ratio by effectively converting inquiries into bookings.

Preferred candidate profile

• A graduate in any discipline
• Proficiency in English and Hindi.
• Work location: Bangalore, Jayanagar
• A minimum of 1 years of experience as a Quality Analyst.
• At least 2 years of experience as a telecaller in an inbound or outbound sales process.
• Exposure to both inbound and outbound sales.
• Self-driven and outspoken with a strong ability to communicate effectively with superiors, colleagues, and agents.
• Capable of taking on challenges and consistently meeting targets.

Contact Details

Saurabh [phone removed]